Get a free ticket from us and visit our booth to become a winner, an expert and an OTRS insider

This year the three trade fairs IT&Business, DMS Expo and CRM Expo have become „IT & Business-Trade fair for digital processes and solutions“ and will take place from September 29-October 01, 2015. ItÄs the place tob e where hardware and software solutions of all kinds with the simple goal to design business processes more efficiently, easier and more secure will be presented.

Last year we presented our new solution for the professional usage of OTRS in individual business scenarios at this trade fair – the OTRS Business Solution™. 2015 we have a good bunch of new features, improved performance and OTRS expertise on board. Be the first and see the new features before ist official release in regular live demos at the OTRS booth – We offer you an exclusive insight into the OTRS Business Solution™ 5!

We are looking forward to exciting trade fair days and helpful chats with interested OTRS users. Enjoy the OTRS spirit – Come to our booth and exchange valuable experiences with our OTRS experts and other OTRS users in a summerlike beach atmosphere.

Your benefits:

Gain new insights – Live demos and presentations from and with OTRS

Look into the future – Sneak Preview of OTRS 5

Become a winner – OTRS Booth Competition

Pick up inspirations – Direct exchange with the OTRS experts

You want to visit us at “IT & Business” trade fair 2015?

Get a free ticket for the fair. That’s how it works:

1. Log on to the OTRS Customer Portal at the top of this page.

2. Click on menue “Tickets” on the upper left in the OTRS Customer Portal and then on “New Ticket”.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Community Support

]]>http://www.otrs.com/release-notes-otrsitsm-module-4-patch-level-10/feed/0Namibia’s Meatco Introduces Ticket Management Solution OTRS Business Solution™ For Smoother Service Managementhttp://www.otrs.com/namibias-meatco-introduces-ticket-management-solution-otrs-business-solution-for-smoother-service-management/
http://www.otrs.com/namibias-meatco-introduces-ticket-management-solution-otrs-business-solution-for-smoother-service-management/#commentsTue, 07 Jul 2015 08:00:17 +0000https://www.otrs.com/?p=29479Meatco, the Namibian meat processing company and largest exporter of prime beef in Namibia, is implementing the open source ticket management solution OTRS Business Solution™. With the help of official OTRS partner OSCOSM, Meatco will implement OTRS Business Solution™ to make their IT Service Desk work more efficiently and business processes run smoother.

Managed and used by the IT service desk staff, OTRS Business Solution™ will support Meatco in all areas of their business, from enterprise services to meat production services, by making business processes more transparent and efficient. The initial implementation will focus on request fulfillment, incident management and the service catalogue as provided by the OTRS::ITSM module.

Louis Becker, Senior IT Manager at Meatco, explains why they chose OTRS: “For us it was very important that we could simply download OTRS Free, the open source version of the product, and test it beforehand to see if it meets our requirements. OTRS Business Solution™ offers endless configuration possibilities and additional business features that help us to customize the solution to our needs. Last but not least, we are happy to have the technical support of the vendor through an official partner in Africa and reliable, integrated updates of our solution.”

“Our key to success is a strong focus on customer and service centric methodologies underpinned by best practices such as ITIL which OTRS is also aligned with,” said Clinton Bruigom, founder of OSCOSM. “This combination allows us to deliver projects quickly and efficiently for customers such as Meatco.”

Christopher Kuhn, COO of OTRS Group, explains why: “Todays’ businesses need to improve their business processes quickly and at a low initial investment. Often, customers in Africa need to try the solution first – as they cannot risk a high price implementation or expensive upgrades. With the OTRS Business Solution™ we address these needs and even exceed them with additional business features that can be used flexibly, as well as with included professional services without hidden costs.“

OTRS Group is the vendor and world’s leading provider of the open-source OTRS Service Management Suite, including the cloud based and on-premise versions of the OTRS Business Solution™, as well as the OTRS Help Desk software and the ITIL® V3-compliant IT Service Management software module OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia and Mexico, OTRS Group offers managed services as well as training seminars, service support, consulting and software development to businesses that wish to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Hewlett Packard, Lufthansa, Boeing, Porsche as well as 150,000 other organizations worldwide. OTRS is available in 34 languages, offers an associated iPhone App, and is used by 60 percent of the DAX 30 companies. Find out more about OTRS and our services at www.otrs.com.

About OSCOSM (Pty) Ltd

OSCOSM specialises in improving the services that service providers offer to their customers. Their specialties lie in the ability to seamlessly implement open-source technologies while aligning and implementing best practice processes, the combination of which ensures operational excellence in the delivery of services.

OSCOSM focuses on the customerplement open-source technolothey do. They always put ourselves in thecustomer’ustomer to better understand their experiences as well as what outcomes they must achieve to be successful.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Community Support

]]>http://www.otrs.com/release-notes-otrsitsm-module-4-patch-level-9/feed/0OTRS expands IT service software training into Boston for clients in the UShttp://www.otrs.com/otrs-expands-it-service-software-training-into-boston-for-clients-in-the-us/
http://www.otrs.com/otrs-expands-it-service-software-training-into-boston-for-clients-in-the-us/#commentsMon, 22 Jun 2015 07:00:00 +0000https://www.otrs.com/?p=29320OTRS Group, the Open Source helpdesk software giant announces new training, for its IT service software, for clients in the US. Starting August 2015 the company will showcase to users how to increase their service desk’s efficiency through a dedicated four day programme.

Boston, Massachusetts. 22 June 2015 – OTRS Group, the world’s leading provider of open-source and cloud-based IT service software solutions announces new IT service software training will take place in Boston, 24-27 August 2015. Users of the free to download “Helpdesk and IT Service Management” software can learn how to:

Install, configure, customize and manage OTRS

Increase their service desk’s efficiency with its extensive features.

Earlier this year OTRS launched new training in Chile and previously these sessions were only held in Malaysia, Hong Kong, the Netherlands, Sweden and regularly in Germany.

Chief Information Officer Christopher Kuhn says: “Open Source software is great for saving on licensing costs and deploying it independently from the vendor. However, effective, it relies entirely on the client – as the vendor, we are the experts of our own systems and aim to use these sessions to part best practice and advanced system knowledge onto our strong client base in Canada. Training is a cost to any business but we believe the benefits of that expertise will result in long-term time and cost-saving.”

Training for IT professionals in the US is one of a few services offered by vendors around the country.

Public OTRS training sessions provide an excellent opportunity for all users of the IT service software OTRS so the training is available for anyone to sign up to, however OTRS Business Solution™ customers will be given a 50% discount off the event price.

Kuhn concludes: “As the August training days are our first in Boston, but the last in North-East America in this year, we are expecting a great turnout from many of our established clients including: MobileMini, IBM, Washington State University and Washington State Liquor Control Board from the US as well as Hyperwallet Systems and University of Alberta from Canada. New users are also welcome, but are urged to book a place early.”

There are seven places available for each session which will optimize the learning of participants to ensure the IT service software OTRS is correctly installed, configured and maintained – OTRS experts will guide participants every step of the way, and will unveil useful configurations of the OTRS system for example how to give different authorizations to users, mapping of queues according to the structure of your organizations as well as process automatizations with the OTRS Process Management module.

OTRS Group is the vendor and world’s leading provider of the open-source OTRS Service Management Suite, including the cloud based OTRS Business Solution™ Managedsolution, as well as the OTRS Help Desk software and the ITIL® V3-compliant IT Service Management software module OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia and Mexico, OTRS Group offers managed services as well as training seminars, service support, consulting and software development to businesses that wish to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Hewlett Packard, Lufthansa, Boeing, Porsche as well as 150,000 other organizations worldwide. OTRS is available in 34 languages, offers an associated iPhone App, and is used by 60 percent of the DAX 30 companies. Find out more about OTRS and our services at www.otrs.com.

]]>http://www.otrs.com/otrs-expands-it-service-software-training-into-boston-for-clients-in-the-us/feed/0OTRS Group Projects Growing Demand for Cloud Based Service Management Product OTRS Business Solution™ Managedhttp://www.otrs.com/otrs-group-projects-growing-demand-for-cloud-based-service-management-product-otrs-business-solution-managed/
http://www.otrs.com/otrs-group-projects-growing-demand-for-cloud-based-service-management-product-otrs-business-solution-managed/#commentsMon, 08 Jun 2015 13:00:37 +0000https://www.otrs.com/?p=29042Cloud based service management solutions provider OTRS Group is projecting a greater demand for OTRS Business Solution™ Managed this year. OTRS AG has experienced unprecedented demand in 2015, and sees this as a sign that the cloud based model is fully connecting with major businesses.

OTRS Group, leading provider of cloud based IT and customer service management solutions, today announces an increased demand for IT and customer support solution OTRS Business Solution™ Managed. This increased demand has surged in early 2015, with newly acquired business in Q1 2015 approaching total new business in 2014 as a whole.

OTRS AG won in the first quarter of 2015 even more customers for the cloud based OTRS Business Solution™ Managed as 2014 in total. At this rate, OTRS AG is projecting a rise in customers of approximately four times as much in 2015.

“We are very pleased to see that our cloud based IT and customer solution is so well received, and we see our superior pricing validated,” said André Mindermann, CEO of OTRS Group. “Even in Q2 of 2015, we already have recorded 165% performance of our goals for new OTRS Business Solution™ deals.”

“OTRS convinced us as an extremely efficient, stable and adaptable ticketing system. We are using the cloud version OTRS::ITSM Gold, and are surprised by the reliability and speed of the software time and time again. It would be very hard to keep pace with OTRS using an in-house solution,” said Stefan Goerke, IT Infrastructure Manager at Excelitas.

Other new customers include KraftCERT AS in Norway and Clean-Lasersysteme GmbH in Germany. The most common reasons customers provide for choosing OTRS are:

Quick implementation

Speed and software reliability

Security backed by ISO/IEC 27001 certified data centers

Administration provided by OTRS experts, eliminating the need for IT knowledge

OTRS AG believes this strong growth is a sign that the business world is ready for cloud based solutions to their IT and customer service ticketing needs. With a projected growth of 200%, OTRS AG is poised to take advantage of this increased demand.

OTRS Group is the vendor and world’s leading provider of the open-source OTRS Service Management Suite, including the cloud based Managed-OTRS solution, as well as the OTRS Help Desk software and the ITIL® V3-compliant IT Service Management software module OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia and Mexico, OTRS Group offers managed services as well as training seminars, service support, consulting and software development to businesses that wish to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Hewlett Packard, Lufthansa, Boeing, Porsche as well as 150,000 other organizations worldwide. OTRS is available in 34 languages, offers an associated iPhone App, and is used by 60 percent of the DAX 30 companies. Find out more about OTRS and our services at www.otrs.com.

Please note, that from now on we will only officially support versions OTRS 3.3 and OTRS 4.

Release Details

Release name: OTRS 3.3.14

Release date: May 26, 2015

Release type: patch level

Important for Upgrading

From OTRS 3.3.x:

Make sure you run bin/otrs.RebuildConfig.pl after the upgrade so that the configuration is refreshed. Otherwise the system may not work.

If you update from OTRS 3.3.6 or earlier, you need to enable a new cronjob that controls the scheduler process. Please copy the file /opt/otrs/var/cron/scheduler_watchdog.dist to /opt/otrs/var/cron/scheduler_watchdog and update your crontab with /opt/otrs/bin/Cron.sh start (as “otrs” user, not root).

From OTRS 3.2.x: Please read the UPGRADING.md and INSTALL.md files for detailed instructions.

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Release Details

What’s New

Fixed an issue where a new chat requests notification popup would show up erroneously.

How to Update

The OTRS Business Solution™ offers you the comfort of a simple one-click update. Everytime a new patch level release is available, you will see a notification in the header. To update, just click the link displayed there and follow the instructions on the next page.

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

Please note that OTRS 5 will not support Internet Explorer 8 and 9.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Please note, that from now on we will only officially support versions OTRS 3.3 and OTRS 4.

Release Details

Release name: OTRS Appliance 4 Patch Level 8

Release date: May 12, 2015

Release type: patch level

Includes

OTRS 4 Patch Level 8

What’s New

The OTRS appliance can be downloaded as an ISO image and provides a quick and easy way to set up an OTRS system, including all necessary components (operating system, database, webserver, etc.)

The appliance can be installed as a virtual machine based on the virtualization software “Oracle VM VirtualBox”, or on virtualization software solutions provided by other vendors, or it can be installed on native hardware.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Please note, that from now on we will only officially support versions OTRS 3.3 and OTRS 4.

Release Details

Release name: OTRS 3.3.13

Release date: May 12, 2015

Release type: patch level

What’s New?

Added possibility to turn off SSL certificate validation.

Important for Upgrading

From OTRS 3.3.x:

Make sure you run bin/otrs.RebuildConfig.pl after the upgrade so that the configuration is refreshed. Otherwise the system may not work.

If you update from OTRS 3.3.6 or earlier, you need to enable a new cronjob that controls the scheduler process. Please copy the file /opt/otrs/var/cron/scheduler_watchdog.dist to /opt/otrs/var/cron/scheduler_watchdog and update your crontab with /opt/otrs/bin/Cron.sh start (as “otrs” user, not root).

From OTRS 3.2.x: Please read the UPGRADING.md and INSTALL.md files for detailed instructions.

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

How to Update

The OTRS Business Solution™ offers you the comfort of a simple one-click update. Everytime a new patch level release is available, you will see a notification in the header. To update, just click the link displayed there and follow the instructions on the next page.

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

Please note that OTRS 5 will not support Internet Explorer 8 and 9.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

]]>http://www.otrs.com/release-notes-otrs-business-solution-4-patch-level-4/feed/0Pan-European Research and Education Network provider Géant Limited relies on cloud-based IT service software OTRS Business Solution Managedhttp://www.otrs.com/pan-european-research-and-education-network-provider-geant-limited-relies-on-cloud-based-it-service-software-otrs-business-solution-managed/
http://www.otrs.com/pan-european-research-and-education-network-provider-geant-limited-relies-on-cloud-based-it-service-software-otrs-business-solution-managed/#commentsWed, 08 Apr 2015 06:19:28 +0000https://www.otrs.com/?p=28176Cloud-based IT service software OTRS Business Solution Managed proved to be flexible and easy to administer while being professionally implemented and operated 24×7 by the vendor OTRS Group at a competitive price.

Géant interconnects Europe’s National Research and Education Networks (NRENs), linking over 50 million users at 10,000 institutions across Europe and thereby supporting research in areas such as energy, the environment, space and medicine. Operating at speeds of up to 500Gbps and reaching over 100 national networks worldwide, Géant represents the largest and most advanced research and education network in the world. In order to provide their extremely large user base with excellent IT services such as network application services, IP connectivity services, network monitoring solutions and virtual machine solutions, Géant chose OTRS out of 30 previously evaluated systems. The determining factors in this decision were the full administrative control, offered by the solution, the efficient and reliable management of the infrastructure and the 24×7 support provided by the vendor OTRS Group at a competitive price.

In the words of Tony Barber, task leader of the multi-domain service desk at Géant and responsible for the implementation of OTRS Business Solution Managed Platinum: “As in most cases the tool drives the business, we are very satisfied with our OTRS solution, that now consistently tracks the service requests of our users and collects all the relevant data in one place. We were also pleased about maintaining such a close relationship with OTRS Group when bringing this project to life. Now we are expecting this investment to bring down our IT costs considerably in the near future and to improve our customer service.”

Barber further emphasized the importance of having full control on the IT service software. He appreciates, amongst other benefits, the possibility to independently change response templates, add new email addresses for queues or perform other simple tasks without repeatedly having to request technical support by the vendor, as it was the case with their former system. “Of course, it also saves us a lot of costs,” he added.

Christopher Kuhn, OTRS Group’s COO, considers new and demanding customers such as Géant to be highly important for the further development of the company: “To provide a reliable, flexible and cost-effective IT service software solution for such an important and vast research and education network as Géant is truly a challenge. A challenge, we mastered professionally and creatively. Even if OTRS initially did not offer certain features, Géant needed, we quickly came up with new developments that will improve OTRS even further and will certainly convince other customers as well. This way, we are not necessarily following the trends of the market, but we always follow the trends that our customers set for us, which is what makes us stand out from our competitors.“

OTRS Group is the vendor and world’s leading provider of the open-source OTRS Service Management Suite, including the cloud-based system OTRS Business Solution™ Managed, as well as the OTRS Help Desk software and the ITIL® V3-compliant IT Service Management module OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia and Mexico, OTRS Group offers managed services as well as training seminars, service support, consulting and software development to businesses that wish to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens and Kentucky Fried Chicken, as well as 130,000 other organizations worldwide. OTRS is available in 34 languages, offers an associated iPhone App, and is used by 60 percent of the DAX 30 companies. Find out more about OTRS and our services at www.otrs.com.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Please note, that from now on we will only officially support versions OTRS 3.3 and OTRS 4.

Release Details

Release name: OTRS Appliance 4 Patch Level 7

Release date: March 31, 2015

Release type: patch level

Includes

OTRS 4 Patch Level 7

What’s New

The OTRS appliance can be downloaded as an ISO image and provides a quick and easy way to set up an OTRS system, including all necessary components (operating system, database, webserver, etc.)

The appliance can be installed as a virtual machine based on the virtualization software “Oracle VM VirtualBox”, or on virtualization software solutions provided by other vendors, or it can be installed on native hardware.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Community Support

]]>http://www.otrs.com/release-notes-otrs-appliance-4-patch-level-7/feed/0OTRS Group Successfully Launched First Ticket System Training in Chilehttp://www.otrs.com/otrs-group-successfully-launched-first-ticket-system-training-in-chile/
http://www.otrs.com/otrs-group-successfully-launched-first-ticket-system-training-in-chile/#commentsMon, 23 Mar 2015 16:04:29 +0000https://www.otrs.com/?p=27757OTRS Group, the ticket system software giant, announces the successful completion of the first OTRS training course for its ticket system users in Chile. The fully booked four day training showed the growing need for companies to increase their service desk’s efficiency.

Santiago de Chile, Chile ++++ OTRS Group, the world’s leading provider of open-source and cloud-based service management software solutions, today announces the successful completion of its first ticket system training course in Chile 2 weeks ago. With six attendees, the dedicated four day programme was fully booked and showed users of the free ticket system how to install, configure, customize and manage OTRS, as well as how to use its extensive features to increase their service desk’s efficiency.

Participating companies included both regional enterprises such as E-Contact and ESO and international companies such as Kiu System Solutions from Argentina and Hyperwallet from Canada. The fourth day of the ticket system training course, which shows users how to design and map business processes with the OTRS process management feature, was extensively booked and demonstrated the demand for efficient and fluent business processes among companies in Chile.

In the words of André Mindermann, CEO of OTRS Group and General Manager of OTRS S.A. de C.V., the Mexican subsidiary that conducted the ticket system training course in Chile: “We have noticed an increase of downloads from Chile for some time now and that convinced us to conduct a training course in Santiago de Chile. The success of a fully booked training encourages us to offer a second course in Chile for the second half of the year.”

This planned additional training in Chile is not the only OTRS training available in South America this year. OTRS is hosting a ticket system training course in Sao Paulo, Brazil this September for Brazilian-Portuguese speaking users. Both trainings will be excellent opportunities for all South American users of OTRS. The training is available for anyone to attend, and OTRS Business Solution™ customers will be given a 30%-100% discount off the event price.

Interested OTRS users in Chile or the surrounding areas should contact the OTRS sales team to plan a convenient date for a maximum number of attendees.

Find more information about OTRS public training seminars all over the world on the OTRS website.

About OTRS Group

OTRS Group is the vendor and world’s leading provider of the open-source OTRS Service Management Suite, including the cloud-based Managed-OTRS solution, as well as the OTRS Help Desk software and the ITIL® V3-compliant IT Service Management software module OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia and Mexico, OTRS Group offers managed services as well as training seminars, service support, consulting and software development to businesses that wish to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens and Kentucky Fried Chicken, as well as 130,000 other organizations worldwide. OTRS is available in 34 languages, offers an associated iPhone App, and is used by 60 percent of the DAX 30 companies. Find out more about OTRS and our services at www.otrs.com.

San Diego, CA. OTRS Group, leading provider of open source and cloud-based service management software solutions, today announces the resounding success of California Ticket King’s implementation of Managed OTRS, now called OTRS Business Solution™ Managed. The California-based law firm, which specializes in traffic tickets and traffic-related misdemeanor and felony defense, chose the cloud-based version of OTRS to improve their ticketing and customer-facing processes.

The attorneys at California Ticket King are expert traffic ticket, misdemeanor, DUI and felony defense lawyers, and their mission lies in identifying errors and unnoticed mistakes to help dismiss tickets throughout California. California Ticket King uses a client-facing web portal to interact with clients and manage cases. With such a tool, it was extremely important to have an intuitive, user-friendly experience on the front end, combined with efficient workflows and resource management on the back end.

Prior to choosing Managed OTRS, California Ticket King used a Joomla-based system to create workflows and update client tickets. With that system, the law firm was having major difficulties creating workflows and updating tickets – in a business where speed and simplicity are necessary, this was a major problem. In addition, parts of their process still had to include physical paperwork.

“One of the most expensive parts of the Ticket King’s business is servicing a case. Paper files create a disorganized office and require more staff to manage that paperwork,” said Scott Hullinger, CEO of Hullinger & Fabian, APC, the law firm behind California Ticket King. “A disorganized office results in dissatisfied clients and costs more money to operate.”

California Ticket King identified the need for a better service and ticket management solution. They needed something that was mobile-friendly, could manage workflows, and had a single point of login to the main website. They also needed a solution that was secure, worked across multiple browsers and systems, and could be used by clients and lawyers without IT skills.

As California Ticket King relies on open source software such as Open Office, Alfresco, and Joomla, the cloud-based version of OTRS was ultimately chosen for its affordability and compliance with the law firm’s open source strategy. They chose Managed OTRS as it was affordably priced, easily customizable, and could be applied to other open source code.

“Fortunately, we found out that Managed OTRS is cheap enough for us to purchase it even with the IT support behind it, and so we entered into a contract for managed services,” said Hullinger. “We like OTRS because it is open source and it doesn’t require an in-house IT team. IT jargon is kept to a minimum in OTRS, so even our non-IT related law firm is able to use it.”

Since choosing Managed OTRS, California Ticket King has been able to increase transparency for clients, who can now login to their customer portal and check on their case, contact their attorneys, and upload documents. In addition, the law firm claims they have increased efficiency with fewer resources using Managed OTRS.

OTRS Group is the vendor and world’s leading provider of the open source OTRS Service Management suite, including the cloud-based OTRS Business Solution™ Managed as well as the OTRS helpdesk software and the ITIL® V3 compliant IT Service Management module OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia, and Mexico, OTRS Group offers Managed Services as well as trainings, service support, consulting, and software development to businesses that want to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens, and Kentucky Fried Chicken as well as 130,000 other organizations worldwide. OTRS is available in 34 languages, offers an associated iPhone App, and is used by 60 percent of DAX 30 companies. Find out more about OTRS and our services at www.otrs.com.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Please note, that from now on we will only officially support versions OTRS 3.3 and OTRS 4.

Release Details

Release name: OTRS Appliance 4 Patch Level 6

Release date: February 24, 2015

Release type: patch level

Includes

OTRS 4 Patch Level 6

What’s New

The OTRS appliance can be downloaded as an ISO image and provides a quick and easy way to set up an OTRS system, including all necessary components (operating system, database, webserver, etc.)

The appliance can be installed as a virtual machine based on the virtualization software “Oracle VM VirtualBox”, or on virtualization software solutions provided by other vendors, or it can be installed on native hardware.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Please note, that from now on we will only officially support versions OTRS 3.3 and OTRS 4.

Release Details

Release name: OTRS 3.3.12

Release date: February 24, 2015

Release type: patch level

Important for Upgrading

From OTRS 3.3.x:

Make sure you run bin/otrs.RebuildConfig.pl after the upgrade so that the configuration is refreshed. Otherwise the system may not work.

If you update from OTRS 3.3.6 or earlier, you need to enable a new cronjob that controls the scheduler process. Please copy the file /opt/otrs/var/cron/scheduler_watchdog.dist to /opt/otrs/var/cron/scheduler_watchdog and update your crontab with /opt/otrs/bin/Cron.sh start (as “otrs” user, not root).

From OTRS 3.2.x: Please read the UPGRADING.md and INSTALL.md files for detailed instructions.

Bug Fixes

Bug#10623 – Ticket owner is not shown regardless what is configured, thanks to Renee Bäcker.

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Please note, that from now on we will only officially support versions OTRS 3.3 and OTRS 4.

Release Details

Release name: OTRS Appliance 3.3.12

Release date: February 24, 2015

Release type: patch level

Includes

OTRS 3.3.12

What’s New

The OTRS appliance can be downloaded as an ISO image and provides a quick and easy way to set up an OTRS system, including all necessary components (operating system, database, webserver, etc.)

The appliance can be installed as a virtual machine based on the virtualization software “Oracle VM VirtualBox”, or on virtualization software solutions provided by other vendors, or it can be installed on native hardware.

If you already have login information to our OTRS Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Release Details

What’s New

Added missing use of Kernel::System::DynamicFieldDatabase in StoreHistoricalData.pm.

How to Update

The OTRS Business Solution™ offers you the comfort of a simple one-click update. Everytime a new patch level release is available, you will see a notification in the header. To update, just click the link displayed there and follow the instructions on the next page.

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

Please note that OTRS 5 will not support Internet Explorer 8 and 9.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

Release Details

What’s New

Fixed an issue in OTRS Business Solution™ Cloud Service “Dynamic Field Database” which caused an internal server error under certain circumstances

How to Update

The OTRS Business Solution™ offers you the comfort of a simple one-click update. Everytime a new patch level release is available, you will see a notification in the header. To update, just click the link displayed there and follow the instructions on the next page.

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

Please note that OTRS 5 will not support Internet Explorer 8 and 9.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Please note, that from now on we will only officially support versions OTRS 3.3 and OTRS 4.

Release Details

Release name: OTRS Appliance 4 Patch Level 5

Release date: January 20, 2015

Release type: patch level

Includes

OTRS 4 Patch Level 5

What’s new

The OTRS appliance can be downloaded as an ISO image and provides a quick and easy way to set up an OTRS system, including all necessary components (operating system, database, webserver, etc.)

The appliance can be installed as a virtual machine based on the virtualization software “Oracle VM VirtualBox”, or on virtualization software solutions provided by other vendors, or it can be installed on native hardware.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Community Support

]]>http://www.otrs.com/release-notes-otrs-appliance-4-patch-level-5/feed/0OTRS Group launches the new customer support software solution ‘OTRS Business Solution™’ with Customer Chat and Ticket Timeline Viewhttp://www.otrs.com/otrs-group-launches-new-customer-support-software-solution-otrs-business-solution-customer-chat-ticket-timeline-view/
http://www.otrs.com/otrs-group-launches-new-customer-support-software-solution-otrs-business-solution-customer-chat-ticket-timeline-view/#commentsMon, 19 Jan 2015 16:33:47 +0000https://www.otrs.com/?p=25025Based on version 4 of the OTRS open-source ticket system, software developer OTRS Group has designed the new OTRS Business Solution™ for a more diverse and professional business implementation, offering cloud service features such as a Customer Chat, a Facebook-inspired Ticket Timeline View and the possibility of displaying data from external databases, in addition to included services such as regular professional updates and vendor support.

Cupertino, California, January 19, 2015: OTRS Group, the world’s leading provider of open-source and cloud-based service management software solutions, is announcing today the launch of the OTRS Business Solution™, its new customer support software solution.

With a brand new Customer Chat feature, as well as a selection assistant pop-up for SLAs called ‘Field Selection Dialogue’, the OTRS Business Solution™ enables closer and more direct customer relations and prevents an overload of service teams while directing customer decisions and expectations when choosing support. A new, Facebook-inspired Ticket Timeline View and the new Ticket Attachment View not only provide a better overview of longer written conversations and the attachments in a ticket, but also improve the acceptance of the customer support staff thanks to a familiar look and feel. The OTRS Business Solution™ can also serve as a perfect complement to ERP, CRM or any other ticket tool thanks to the feature ‘Dynamic Field Database’, enabling data from external databases to be displayed, automatically updated and stored within tickets.

In addition to the integrated cloud services, the OTRS Business Solution™ offers even more exclusive features such as the Ticket Workflow, Time Accounting Quota and Ticket Allocation features, as well as many more that can be freely selected and changed at any time depending on the needs of your service organization. They also make the OTRS Business Solution™ a suitable customer support software solution for a wide range of industries such as education, government, consulting, and IT & telecommunications, as well as an interesting tool for internal communication processes in departments such as human resources, facility management and marketing. Moreover, included services such as initial implementation assessment, regular software updates and obligatory SLAs offer the security and reliability needed for professional business use.

In the words of Christopher Kuhn, COO of OTRS Group: “The OTRS Business Solution™ is the most flexible and adaptable customer support software you have ever seen. It offers service organizations outstanding features they can add or change according to their requirements and provides them with professional services like regular updates, training courses and implementation. Many of our over 130,000 customers worldwide use OTRS in more than one department and the OTRS Business Solution™ now makes this even easier.“

OTRS Group is the vendor and world’s leading provider of the open-source OTRS Service Management Suite, including the cloud-based Managed-OTRS solution, as well as the OTRS Help Desk software and the ITIL® V3-compliant IT Service Management software OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia and Mexico, OTRS Group offers managed services as well as training seminars, service support, consulting and software development to businesses that wish to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens and Kentucky Fried Chicken, as well as 130,000 other organizations worldwide. OTRS is available in 34 languages, offers an associated iPhone App, and is used by 60 percent of the DAX 30 companies. Find out more about OTRS and our services at www.otrs.com.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Please note, that from now on we will only officially support versions OTRS 3.3 and OTRS 4.

Release Details

Release name: OTRS Appliance 4 Patch Level 4

Release date: January 13, 2015

Release type: patch level

Includes

OTRS 4 Patch Level 4

What’s new

The OTRS appliance can be downloaded as an ISO image and provides a quick and easy way to set up an OTRS system, including all necessary components (operating system, database, webserver, etc.)

The appliance can be installed as a virtual machine based on the virtualization software “Oracle VM VirtualBox”, or on virtualization software solutions provided by other vendors, or it can be installed on native hardware.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Please note, that from now on we will only officially support versions OTRS 3.3 and OTRS 4.

Release Details

Release name: OTRS Appliance 4 Patch Level 3

Release date: December 16, 2014

Release type: patch level

Includes

OTRS 4 Patch Level 3

What’s new

The OTRS appliance can be downloaded as an ISO image and provides a quick and easy way to set up an OTRS system, including all necessary components (operating system, database, webserver, etc.)

The appliance can be installed as a virtual machine based on the virtualization software “Oracle VM VirtualBox”, or on virtualization software solutions provided by other vendors, or it can be installed on native hardware.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Release Details

Important for Upgrading

From OTRS 3.3.x:

Make sure you run bin/otrs.RebuildConfig.pl after the upgrade so that the configuration is refreshed. Otherwise the system may not work.

If you update from OTRS 3.3.6 or earlier, you need to enable a new cronjob that controls the scheduler process. Please copy the file /opt/otrs/var/cron/scheduler_watchdog.dist to /opt/otrs/var/cron/scheduler_watchdog and update your crontab with /opt/otrs/bin/Cron.sh start (as “otrs” user, not root).

From OTRS 3.2.x: Please read the UPGRADING.md and INSTALL.md files for detailed instructions.

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Browser Support

Microsoft Internet Explorer before version 8 (for the agent interface)

Microsoft Internet Explorer before version 7 (for the customer interface)

Firefox before version 4

All versions of Netscape

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

However, to avoid unwanted side effects, we recommend a complete update.

Thanks to Thorsten Eckel (znuny) and Remo Stäuble (InfoGuard) for discovering and reporting this issue.

]]>http://www.otrs.com/security-advisory-2014-06-incomplete-access-control/feed/0OTRS Customer Excelitas Confirms the Success of Their Shift to Cloud-Based Ticketing Solution Managed OTRShttp://www.otrs.com/otrs-customer-excelitas-confirms-success-shift-cloud-based-ticketing-solution-managed-otrs-2/
http://www.otrs.com/otrs-customer-excelitas-confirms-success-shift-cloud-based-ticketing-solution-managed-otrs-2/#commentsThu, 11 Dec 2014 15:07:46 +0000https://www.otrs.com/?p=23548Leading optoelectronics firm Excelitas is a longtime user of service management and ticketing solution OTRS. In 2012, Excelitas chose the cloud-based solution, Managed OTRS, and has recently confirmed the advantages of shifting all service management resources to OTRS’ cloud technology.

OTRS Group, leading provider of open source and cloud-based service management software solutions, today announces that longtime customer Excelitas confirms the benefits of Managed OTRS as their service management platform. Excelitas, a leading optoelectronics firm and longtime OTRS customer, has now completely realized the outcome of their shifting IT Service Management to a fully cloud-based solution, and has collaborated with OTRS Group on a case study detailing their use of the software.

Excelitas is an industry leader in optoelectronics, which includes customized lighting technology solutions for medical lighting, analytical instrumentation, aerospace and defense, and many other industries. Based in the United States, the global firm has subsidiaries in Europe, North and South America, and Asia. The company has been an OTRS customer since 2012, and uses OTRS as an IT service management tool across multiple locations.

Before implementing Managed OTRS, Excelitas used a desktop-based ticketing and service management software to manage their IT processes. Cloud-based solutions became more important to Excelitas as their global locations continued to grow, and they needed a solution that could be shared across a global IT network.

After evaluating several solutions, including Service Now and other cloud-based solutions, Excelitas chose Managed OTRS as the future of their IT service management. Managed OTRS was already available in 32 languages, which was crucial to Excelitas’ global locations. A low cost of entry, fast implementation, and flexible adaptation to the specific needs of Excelitas were also contributing factors to their decision.

“OTRS convinced us as an extremely efficient, stable and adaptable ticketing system. We are using the cloud version OTRS::ITSM Gold and are surprised by the reliability and speed of the software time and time again,” said Stefan Goerke, IT Infrastructure Manager at Excelitas. “It would be very hard to keep pace with OTRS using an in-house solution,” he added.

Managed OTRS has now been implemented in multiple Excelitas locations, and after two years of continuous testing, has been found to work faster than every tested in-house solution. At OTRS, this is viewed as a validation and confirmation that cloud-based service management solutions are every bit as effective as in-house technology. Their satisfaction led them to collaborate with OTRS on a brand new case study on their use of OTRS.

“Customers like Excelitas show that Managed OTRS is a true all-around solution and can be used and implemented by IT departments, as well as other departments, such as Facility Management or Finance,” said Christopher Kuhn, COO at OTRS Group. “And, it shows that a cloud-based solution can be faster and more reliable than an in-house solution, without neglecting data security.”

OTRS Group is the vendor and world’s leading provider of the open source OTRS Service Management suite, including the cloudbased Managed OTRS solution as well as the OTRS Help Desk software and the ITIL® V3 compliant IT Service Management software OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia, and Mexico, OTRS Group offers Managed Services as well as trainings, service support, consulting, and software development to businesses that want to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens, and Kentucky Fried Chicken as well as 130,000 other organizations worldwide. OTRS is available in 34 languages, offers an associated iPhone App, and is used by 60 percent of DAX 30 companies. Find out more about OTRS and our services at http://www.otrs.com.

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Please note, that from now on we will only officially support versions OTRS 3.3 and OTRS 4.

Release Details

Release name: OTRS Appliance 4 Patch Level 2

Release date: December 2, 2014

Release type: patch level

Includes

OTRS 4 Patch Level 2

What’s new

The OTRS appliance can be downloaded as an ISO image and provides a quick and easy way to set up an OTRS system, including all necessary components (operating system, database, webserver, etc.)

The appliance can be installed as a virtual machine based on the virtualization software “Oracle VM VirtualBox”, or on virtualization software solutions provided by other vendors, or it can be installed on native hardware.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Community Support

]]>http://www.otrs.com/release-notes-otrs-appliance-4-patch-level-2/feed/0New Stable Version of Service Desk Software OTRS 4 Brings Service Desks Up to Speed While Saving Resourceshttp://www.otrs.com/new-stable-version-service-desk-software-otrs-4-brings-service-desks-speed-saving-resources/
http://www.otrs.com/new-stable-version-service-desk-software-otrs-4-brings-service-desks-speed-saving-resources/#commentsTue, 25 Nov 2014 10:00:24 +0000https://www.otrs.com/?p=22815New version 4 of the Open Source Service Desk software OTRS speeds up the work of service desk teams by improving the viewing direction with a new clean and flat design. A revision of the software core has also increased OTRS performance and scalability.

Cupertino, California, November 25, 2014:

OTRS Group, the world’s leading provider of open source and cloud-based service management software solutions, today announces the stable release of the service desk software OTRS 4 is available for free on the provider’s website.

OTRS 4 features a new ultra-flat and clean design that helps service desk agents to work even faster on their customer requests. A revisioned software core allowed OTRS Group to build a new template engine based on Template Toolkit, and a new Object Manager that consumes less resources and allows up to 30 percent more concurrent users. Additionally, OTRS 4 offers more possibilities for 3rd party software integration as it now supports the HTTPS REST network protocol, and an improved overview of ticket attachments, running process tickets as well as favoured services.

OTRS 4 marks a new milestone in the software’s history, as it is now future-proof and more aligned with the needs of middle-sized companies and enterprises.

„Our projects with customers often show that OTRS is often implemented and used by the IT department first,“ said Christopher Kuhn, COO of OTRS Group. „It then spreads into other departments that recognize how flexible and cost-effective it is, and how it can be adapted to their needs and improve their communication processes.“

OTRS Group is also planning to release a paid business solution in January 2015.

„With OTRS 4 as the basis, we will be rolling out the OTRS Business Solution™ in mid-january 2015,“ said André Mindermann, CEO of OTRS Group. It‘s a flexible solution enriched with powerful cloud services such as a customer chat and a Facebook-inspired Ticket Timeline View, as well as free selectable features and support and consulting services. These features will help to adapt OTRS to the individual needs of every company and will improve the communication processes of a company as a whole.“

OTRS Group is the vendor and world’s leading provider of the open source OTRS Service Management suite, including the cloudbased Managed OTRS solution as well as the OTRS Help Desk software and the ITIL® V3 compliant IT Service Management software OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia, and Mexico, OTRS Group offers Managed Services as well as trainings, service support, consulting, and software development to businesses that want to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens, and Kentucky Fried Chicken as well as 130,000 other organizations worldwide. OTRS is available in 34 languages, offers an associated iPhone App, and is used by 60 percent of DAX 30 companies. Find out more about OTRS and our services at www.otrs.com.

Improved and more flexible incident state link propagation. It is now possible to add more than one link type for the incident state calculation, as well to define the link direction for each link type. (Take a look at the sysconfig option “ITSM::Core::IncidentLinkTypeDirection”)

Bulk actions for ITSM Configuration Management. This feature provides a screen to perform certain actions over a selection of ITSM Configuration Items.

New color flag for the “deployment state” in ITSM Configuration Management. This feature adds a flag column to the Configuration Item Overviews with the color of the Deployment State, it also adds a color picker to the General Catalog to define the color preference of each Deployment State.

4. ITSM Change Management

Dynamic fields for ITSM Change Management. The freetext fields for changes and workorder have been migrated to more flexible dynamic fields.

Improved and easier handling of templates for changes, workorders and change advisory boards (CAB). It is now easier to edit a template by selecting it from the template overview. A new change or workorder will be created, which can then be edited and saved back in to the same template, while the change or workorder will be deleted after it has been saved.

Bug Fixes

Bug# 10862 – ExpressionAdd failed on oracle when using an empty compare value.

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Browser Support

Microsoft Internet Explorer before version 8 (for the agent interface)

Microsoft Internet Explorer before version 7 (for the customer interface)

Firefox before version 4

All versions of Netscape

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Improved and more flexible incident state link propagation. It is now possible to add more than one link type for the incident state calculation, as well to define the link direction for each link type. (Take a look at the sysconfig option “ITSM::Core::IncidentLinkTypeDirection”)

Bulk actions for ITSM Configuration Management. This feature provides a screen to perform certain actions over a selection of ITSM Configuration Items.

New color flag for the “deployment state” in ITSM Configuration Management. This feature adds a flag column to the Configuration Item Overviews with the color of the Deployment State, it also adds a color picker to the General Catalog to define the color preference of each Deployment State.

4. ITSM Change Management

Dynamic fields for ITSM Change Management. The freetext fields for changes and workorder have been migrated to more flexible dynamic fields.

Improved and easier handling of templates for changes, workorders and change advisory boards (CAB). It is now easier to edit a template by selecting it from the template overview. A new change or workorder will be created, which can then be edited and saved back in to the same template, while the change or workorder will be deleted after it has been saved.

Bug Fixes

Bug# 10746 – Import of CIs using a field defined in the general catalog.

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Browser Support

Microsoft Internet Explorer before version 8 (for the agent interface)

Microsoft Internet Explorer before version 7 (for the customer interface)

Firefox before version 4

All versions of Netscape

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Community Support

]]>http://www.otrs.com/release-notes-otrs-appliance-1-0-10/feed/0Ahfad University for Women in the Sudan Provides Staff IT Support and Cuts Complaints with OTRShttp://www.otrs.com/ahfad-university-women-sudan-provides-staff-it-support-and-cuts-complaints-with-otrs/
http://www.otrs.com/ahfad-university-women-sudan-provides-staff-it-support-and-cuts-complaints-with-otrs/#commentsTue, 04 Nov 2014 14:38:13 +0000https://www.otrs.com/?p=22265OTRS improves IT management at Ahfad University for Women, cutting workload and staff complaints. OTRS supports equal education of women in the Sudan, and is excited to announce the AUW’s use of OTRS.

OTRS, global provider of open source IT services and management software, is pleased to contribute to the success of students at Ahfad University for Women (AUW) in Sudan by improving IT systems and services.

AUW is a private women’s university that provides quality education for women in Sudan and the region to help them improve their standing in society and develop leadership roles. The university is one of the first educational institutes in Sudan that actively seeks out women from rural areas to promote women’s advancement and equality. The university provides academic courses, on-the-job training, individual research and community activities.

Recently, AUW identified the need for an improved internal IT support system. Their system was cumbersome and caused slow response times to staff requests and system failures. Staff and students were left unsatisfied and underserved, and the university’s IT department was overloaded with requests they could not handle. AUW identified the need for software that could support the IT department and had the capacity to support facilities management, student accounting, and library management. In addition, the solution had to integrate seamlessly with existing systems.

AUW chose OTRS as their IT support software solution. OTRS implemented an easy-to-use solution to support the IT department and the University Education System. The new system now offers multi-language support, flexible reporting and integration with third party applications.

As a result, staff and students complaint rates have dropped by 35%, staff’s daily workload has been reduced, and other departments have been able to use the software as well especially the facility management unit

“We chose OTRS for being easy to use and implement, and also because it can be integrated with our University Education System,” said Hozifa Hussein, Data Center Manager at AUW. “We need quicker response times for problem resolution in order to raise end-user satisfaction with an improved IT service management. The clear decrease in complaints confirms that OTRS was the right choice.”

Dr. Elhadi Elassam , AUW Project Consultant , adds: “OTRS is one of the quite few applications that builds on the ITIL v3 frame work which enables AUW staff and management to manage our services from strategy phase to operation phase via continual improvement. I believe this is one of the major strengths of OTRS” For more information on AUW’s use of OTRS, visit http://www.otrs.com/portfolio_touch/ahfad-university-women/

About OTRS Group

OTRS Group is the vendor and world’s leading provider of the open source OTRS Service Management suite, including the cloudbased Managed OTRS solution as well as the OTRS Help Desk software and the ITIL® V3 compliant IT Service Management software OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia, and Mexico OTRS Group offers Managed Services as well as trainings, service support, consulting, and software development to businesses that want to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens, and Kentucky Fried Chicken as well as 130,000 other organizations worldwide. OTRS is available in 33 languages, offers an associated iPhone App, and is used by 60 percent of DAX 30 companies. Find out more about OTRS and our services at https://www.otrs.com.

A central object manager makes creating and using global objects much easier.

OTRS::ITSM 4 includes many other small bug fixes and improvements.

2. ITSM Incident Problem Management

Improved and more flexible incident state link propagation. It is now possible to add more than one link type for the incident state calculation, as well to define the link direction for each link type. (Take a look at the sysconfig option “ITSM::Core::IncidentLinkTypeDirection”)

Bulk actions for ITSM Configuration Management. This feature provides a screen to perform certain actions over a selection of ITSM Configuration Items.

New color flag for the “deployment state” in ITSM Configuration Management. This feature adds a flag column to the Configuration Item Overviews with the color of the Deployment State, it also adds a color picker to the General Catalog to define the color preference of each Deployment State.

4. ITSM Change Management

Dynamic fields for ITSM Change Management. The freetext fields for changes and workorder have been migrated to more flexible dynamic fields.

Improved and easier handling of templates for changes, workorders and change advisory boards (CAB). It is now easier to edit a template by selecting it from the template overview. A new change or workorder will be created, which can then be edited and saved back in to the same template, while the change or workorder will be deleted after it has been saved.

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Release Details

Important for Upgrading

From OTRS 3.3.x:

Make sure you run bin/otrs.RebuildConfig.pl after the upgrade so that the configuration is refreshed. Otherwise the system may not work.

If you update from OTRS 3.3.6 or earlier, you need to enable a new cronjob that controls the scheduler process. Please copy the file /opt/otrs/var/cron/scheduler_watchdog.dist to /opt/otrs/var/cron/scheduler_watchdog and update your crontab with /opt/otrs/bin/Cron.sh start (as “otrs” user, not root).

From OTRS 3.2.x: Please read the UPGRADING.md and INSTALL.md files for detailed instructions.

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

A central object manager makes creating and using global objects much easier.

OTRS::ITSM 4 includes many other small bug fixes and improvements.

2. ITSM Incident Problem Management

Improved and more flexible incident state link propagation. It is now possible to add more than one link type for the incident state calculation, as well to define the link direction for each link type. (Take a look at the sysconfig option “ITSM::Core::IncidentLinkTypeDirection”)

Bulk actions for ITSM Configuration Management. This feature provides a screen to perform certain actions over a selection of ITSM Configuration Items.

New color flag for the “deployment state” in ITSM Configuration Management. This feature adds a flag column to the Configuration Item Overviews with the color of the Deployment State, it also adds a color picker to the General Catalog to define the color preference of each Deployment State.

4. ITSM Change Management

Dynamic fields for ITSM Change Management. The freetext fields for changes and workorder have been migrated to more flexible dynamic fields.

Improved and easier handling of templates for changes, workorders and change advisory boards (CAB). It is now easier to edit a template by selecting it from the template overview. A new change or workorder will be created, which can then be edited and saved back in to the same template, while the change or workorder will be deleted after it has been saved.

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

What’s New in the OTRS::ITSM Module 4 beta

A central object manager makes creating and using global objects much easier.

OTRS::ITSM 4 includes many other small bug fixes and improvements.

2. ITSM Incident Problem Management

Improved and more flexible incident state link propagation. It is now possible to add more than one link type for the incident state calculation, as well to define the link direction for each link type. (Take a look at the sysconfig option “ITSM::Core::IncidentLinkTypeDirection”)

Bulk actions for ITSM Configuration Management. This feature provides a screen to perform certain actions over a selection of ITSM Configuration Items.

New color flag for the “deployment state” in ITSM Configuration Management. This feature adds a flag column to the Configuration Item Overviews with the color of the Deployment State, it also adds a color picker to the General Catalog to define the color preference of each Deployment State.

4. ITSM Change Management

Dynamic fields for ITSM Change Management. The freetext fields for changes and workorder have been migrated to more flexible dynamic fields.

Improved and easier handling of templates for changes, workorders and change advisory boards (CAB). It is now easier to edit a template by selecting it from the template overview. A new change or workorder will be created, which can then be edited and saved back in to the same template, while the change or workorder will be deleted after it has been saved.

Bug Fixes

Bug# 10747 – Using script bin/otrs.AddService.pl to create a service shows error message.

Bug# 10748 – Using a CustomerCompany field in a config item results in error message.

Bug# 10754 – Clicking on a template name in the change template overview results in an error message.

Bug# 10751 – In the state machine it is not possible anymore to delete a state transition.

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Community Support

]]>http://www.otrs.com/release-notes-timeaccounting-2-3-3/feed/0OTRS Group Announces January 2015 Availability of OTRS Business Solution Software for Customer Request Management and Business Communicationhttp://www.otrs.com/otrs-group-announces-january-2015-availability-of-otrs-business-solution-software-for-customer-request-management-and-business-communication/
http://www.otrs.com/otrs-group-announces-january-2015-availability-of-otrs-business-solution-software-for-customer-request-management-and-business-communication/#commentsTue, 23 Sep 2014 14:21:35 +0000https://www.otrs.com/?p=21436Based on version 4 of the OTRS open source ticket system, new product OTRS Business Solution provides for customer request management and business communications, and will offer a customer chat and a a Facebook-inspired Ticket Timeline View, as well as included services such as regular professional updates and vendor support.

Cupertino, California, September 24, 2014: OTRS Group, the world’s leading provider of open source and cloud based service management software solutions, today announces the planned release of OTRS Business Solution, its new offering for customer request management and business communication on January 19, 2015.

OTRS Business Solution features a brand new customer chat feature for closer and more direct customer relations and a Facebook-inspired Ticket Timeline View for a better overview of longer written conversations. The new solution is designed for businesses that want to lift their customer service to a new level and structure their communication more transparently with the help of the vendor‘s expertise. Included services consist of an initial implementation assessment, regular software updates and reliable SLAs.

The new product offering represents the OTRS vision to expand their product line beyond IT management, and to offer open source software solutions that can be used across a wide range of industries and for many different applications.

Christopher Kuhn, COO of OTRS Group, on the idea to expand OTRS offerings beyond IT Service Request software: „OTRS is still seen as software that is mainly used in IT and open source requires a Do-It-Yourself mentality – that is often not accepted in a professional business environment. The OTRS Business Solution shows that with the right features and services OTRS can be transformed into a communication solution that can be used in every department and in every industry sector – without any technological know-how.“ Many of OTRS‘ over 130,000 worldwide customers use it in human resources, in sales and facility management, quality management and customer request management.

About OTRS GroupOTRS Group is the vendor and world’s leading provider of the open source OTRS Service Management suite, including the cloudbased Managed OTRS solution as well as the OTRS Help Desk software and the ITIL® V3 compliant IT Service Management software OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia, and Mexico OTRS Group offers Managed Services as well as trainings, service support, consulting, and software development to businesses that want to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens, and Kentucky Fried Chicken as well as 130,000 other organizations worldwide. OTRS is available in 33 languages, offers an associated iPhone App, and is used by 60 percent of DAX 30 companies. Find out more about OTRS and our services at www.otrs.com.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

A central object manager makes creating and using global objects much easier.

OTRS::ITSM 4 includes many other small bug fixes and improvements.

2. ITSM Incident Problem Management

Improved and more flexible incident state link propagation. It is now possible to add more than one link type for the incident state calculation, as well to define the link direction for each link type. (Take a look at the sysconfig option “ITSM::Core::IncidentLinkTypeDirection”)

Bulk actions for ITSM Configuration Management. This feature provides a screen to perform certain actions over a selection of ITSM Configuration Items.

New color flag for the “deployment state” in ITSM Configuration Management. This feature adds a flag column to the Configuration Item Overviews with the color of the Deployment State, it also adds a color picker to the General Catalog to define the color preference of each Deployment State.

4. ITSM Change Management

Dynamic fields for ITSM Change Management. The freetext fields for changes and workorder have been migrated to more flexible dynamic fields.

Improved and easier handling of templates for changes, workorders and change advisory boards (CAB). It is now easier to edit a template by selecting it from the template overview. A new change or workorder will be created, which can then be edited and saved back in to the same template, while the change or workorder will be deleted after it has been saved.

Bug Fixes

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Bug#9494 – The originator for a FAQ article approval ticket is unknown.

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8 (for the agent interface)

Microsoft Internet Explorer before version 7 (for the customer interface)

Firefox before version 4

All versions of Netscape

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Community Support

]]>http://www.otrs.com/release-notes-faq-2-3-3/feed/0Service Management Software OTRS 4 Beta Ushers in New Era for OTRS Grouphttp://www.otrs.com/service-management-software-otrs-4-beta-ushers-new-era-otrs-group/
http://www.otrs.com/service-management-software-otrs-4-beta-ushers-new-era-otrs-group/#commentsTue, 09 Sep 2014 06:28:10 +0000https://www.otrs.com/?p=21083Service management software provider OTRS Group is releasing a beta version of its new software release, OTRS 4. The beta version comes with a new numeric versioning scheme, and is released with a new strategic plan for OTRS going forward, with a focus on features and professional services.

Cupertino, USA. September 9, 2014: OTRS Group, the world’s leading provider of open source and cloud-based service management software solutions, today announces the start of the beta release phase of its new version of OTRS 4. The new release can be downloaded and tested for free.

With a new, one-digit versioning scheme, the beta marks a new era for OTRS solutions. The OTRS 4 Beta features an ultra-flat and clean design, a powerful Template Engine based on Template Toolkit, and a central Object Manager. Through an inproved visual design, the new beta helps agents to work on tickets even faster. The Template Engine and the Object Manager were designed to improve operating process efficiency and make the software future-proof. Therefore OTRS 4 is resource-saving and faster than ever. A stable version is planned for November 30, 2014. The beta version can be downloaded for free on the company’s webpage here:Try OTRS 4

Christopher Kuhn, COO of the OTRS Group, sees OTRS 4 as an important step into the future: „Modern software solutions do not only have to be fast, but also resource-saving. To meet that requirement we restructured the core of our service management software OTRS to better prepare for the future and growing business usage, especially in larger companies.“

The change to a single figure version number is symbolic of the beginning of a new era of the vendors’ software solutions.

„With wide-ranging use cases of OTRS, for example in human resources, customer feedback or facility management“, says André Mindermann, CEO of OTRS Group, „OTRS is no longer only a help desk or IT service management system, but a flexible communication solution for businesses. This requires an offering of solution packages that combine special business features with professional services, which we are going to offer with the stable release and based on OTRS 4 in the beginning of 2015.“

About OTRS Group

OTRS Group is the vendor and world’s leading provider of the open source OTRS Service Management suite, including the cloudbased Managed OTRS solution as well as the OTRS Help Desk software and the ITIL® V3 compliant IT Service Management software OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia, and Mexico OTRS Group offers Managed Services as well as trainings, service support, consulting, and software development to businesses that want to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens, and Kentucky Fried Chicken as well as 130,000 other organizations worldwide. OTRS is available in 33 languages, offers an associated iPhone App, and is used by 60 percent of DAX 30 companies. Find out more about OTRS and our services at www.otrs.com.

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

What’s New

A central object manager makes creating and using global objects much easier.

OTRS::ITSM 4 includes many other small bug fixes and improvements.

2. ITSM Incident Problem Management

Improved and more flexible incident state link propagation. It is now possible to add more than one link type for the incident state calculation, as well to define the link direction for each link type. (Take a look at the sysconfig option “ITSM::Core::IncidentLinkTypeDirection”)

Bulk actions for ITSM Configuration Management. This feature provides a screen to perform certain actions over a selection of ITSM Configuration Items.

New color flag for the “deployment state” in ITSM Configuration Management. This feature adds a flag column to the Configuration Item Overviews with the color of the Deployment State, it also adds a color picker to the General Catalog to define the color preference of each Deployment State.

4. ITSM Change Management

Dynamic fields for ITSM Change Management. The freetext fields for changes and workorder have been migrated to more flexible dynamic fields.

Improved and easier handling of templates for changes, workorders and change advisory boards (CAB). It is now easier to edit a template by selecting it from the template overview. A new change or workorder will be created, which can then be edited and saved back in to the same template, while the change or workorder will be deleted after it has been saved.

Important for Upgrading

For installations without internet access, please download the package from our FTP server and install it via the package manager (bundle package installation).

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Release Details

What’s New

Important for Upgrading

From OTRS 3.3.x:

Make sure you run bin/otrs.RebuildConfig.pl after the upgrade so that the configuration is refreshed. Otherwise the system may not work.

If you update from OTRS 3.3.6 or earlier, you need to enable a new cronjob that controls the scheduler process. Please copy the file /opt/otrs/var/cron/scheduler_watchdog.dist to /opt/otrs/var/cron/scheduler_watchdog and update your crontab with /opt/otrs/bin/Cron.sh start (as “otrs” user, not root).

From OTRS 3.2.x: Please read the UPGRADING.md and INSTALL.md files for detailed instructions.

Browser Support

JavaScript is required to use OTRS.

These browsers are not supported:

Microsoft Internet Explorer before version 8

Firefox before version 10

Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

Community Support

]]>http://www.otrs.com/release-notes-otrs-appliance-1-0-9/feed/0OTRS expands IT support software training into Vancouver for clients in Canadahttp://www.otrs.com/otrs-expands-service-software-training-vancouver-clients-canada/
http://www.otrs.com/otrs-expands-service-software-training-vancouver-clients-canada/#commentsTue, 29 Jul 2014 18:53:00 +0000https://www.otrs.com/?p=20551OTRS Group, the Open Source helpdesk software giant announces new training, for its IT support software, for clients in Canada. Starting September 2014 the company will showcase to users how to increase their service desk’s efficiency through a dedicated four day programme.

• Install, configure, customize and manage OTRS• Increase their service desk’s efficiency with its extensive features.

Earlier this year OTRS launched new training in London and previously these sessions were only held in US, Malaysia, Hong Kong, the Netherlands, Sweden and regularly in Germany.

Chief Information Officer Christopher Kuhn says: “Open Source software is great for saving on licensing costs and deploying it independently from the vendor. However, effective, it relies entirely on the client – as the vendor, we are the experts of our own systems and aim to use these sessions to part best practice and advanced system knowledge onto our strong client base in Canada. Training is a cost to any business but we believe the benefits of that expertise will result in long-term time and cost-saving.”

Training for IT professionals in Canada is one of a few services offered by vendors around the country. Public OTRS training sessions provide an excellent opportunity for all users of the IT support software OTRS so the training is available for anyone to sign up to, however contract customers will be given a 50% discount off the event price.

There are seven places available for each session which will optimize the learning of participants to ensure the IT support software OTRS is correctly installed, configured and maintained – OTRS experts will guide participants every step of the way, and will unveil useful configurations of the OTRS system for example how to give different authorizations to users, mapping of queues according to the structure of your organizations as well as process automatizations with the OTRS Process Management module.

OTRS Group is the vendor and world’s leading provider of the open source OTRS Service Management suite, including the cloudbased Managed OTRS solution as well as the OTRS Help Desk software and the ITIL® V3 compliant IT Service Management software OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia, and Mexico OTRS Group offers Managed Services as well as trainings, service support, consulting, and software development to businesses that want to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens, and Kentucky Fried Chicken as well as 130,000 other organizations worldwide. OTRS is available in 33 languages, offers an associated iPhone App, and is used by 60 percent of DAX 30 companies. Find out more about OTRS and our services at www.otrs.com.

]]>http://www.otrs.com/otrs-expands-service-software-training-vancouver-clients-canada/feed/0OTRS announces its first official partner in South Africa: OSCOSMhttp://www.otrs.com/otrs-announces-first-official-partner-south-africa-oscosm/
http://www.otrs.com/otrs-announces-first-official-partner-south-africa-oscosm/#commentsWed, 16 Jul 2014 06:00:41 +0000https://www.otrs.com/?p=20273OSCOSM offers local services and support for IT service software OTRS

To offer professional services to 130,000 customers worldwide and recognizing the big potential lying in the South African market, the IT service software OTRS enlarged its partner network with the start-up company OSCOSM. This lucrative pairing aims to grow service management solutions for the SME market.

Cupertino, CA, United States, 16 July 2014 +++ OTRS Group, the world’s leading provider of cloud-based solutions for IT service software, announced OSCOSM as their first official partner in South Africa to offer services and solutions for service management. The wide and trusted network of OTRS partners was therefore extended to 18, with partners in Italy, Portugal, Spain, Russia, United Arab Emirates, Costa Rica, Brazil, Venezuela, India and Japan.

“South Africa is a region with a huge potential to unlock the efficiency of service management organizations and their demand to save IT costs and especially on licensing costs. We chose OSCOSM as our trusted partner, because of a similar mindset on how to support our customers. We put ourselves in their shoes, give them a solution that perfectly fits their needs and that also grows with their future demands,” said Christopher Kuhn, COO from OTRS Group.

OSCOSM founder and Principal Service Management Consultant Clinton Bruigom said, “This partnership will see OSCOSM offering customer orientated services based on Outside-In approaches and Service Management good practices.”

OSCOSM’s solution will focus around professional services which enhance communication and processes for service desks, IT functional departments as well as business areas such as sales, finance or other shared service business units.

Whether as on-premises or as cloud based IT service software, OTRS is 100% free of licensing costs, with various support services offered through both OSCOSM and OTRS. Customers such as Lufthansa, Virgin Australia, KFC, Phillips, IBM and Porsche trust in its robust, high performing and scalable IT service software along with specific South African customers; North West University and Scania South Africa.

Clinton Bruigom further explained why OSCOSM services are outstanding, “OSCOSM will ultimately use simplistic service models that are designed with customer experience in mind, implemented to drive customer satisfaction and customer productivity, which historically are not always considered in big implementations.”

“We are looking forward to providing services for the OTRS IT service software with the help of our new partner OSCOSM and help companies in South Africa make their internal and external communications in service management more transparent,” concluded Christopher Kuhn, COO from OTRS Group.

About OTRS Group

OTRS Group is the vendor and world’s leading provider of the open source OTRS Service Management suite, including the cloudbased Managed OTRS solution as well as the OTRS Help Desk software and the ITIL® V3 compliant IT Service Management software OTRS::ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia, and Mexico OTRS Group offers Managed Services as well as trainings, service support, consulting, and software development to businesses that want to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens, and Kentucky Fried Chicken as well as 130,000 other organizations worldwide. OTRS is available in 33 languages, offers an associated iPhone App, and is used by 60 percent of DAX 30 companies. Find out more about OTRS and our services at www.otrs.com.

About OSCOSM (Pty) Ltd

OSCOSM is founded in 2013. We specialize in improving the services that IT service providers offer to their customers. Our specialities lie in our ability to seamlessly implement open-source technologies while aligning and implementing best practice processes, the combination of which ensures operational excellence in the delivery of services. Our company focuses on the customer’s experience in everything we do. We always put ourselves in “our customer’s shoes” to better understand their experiences as well as what outcomes they must achieve to be successful.

]]>http://www.otrs.com/otrs-announces-first-official-partner-south-africa-oscosm/feed/0New webinar from OTRS demonstrates the benefits of workflows add-on feature for service desk managementhttp://www.otrs.com/new-webinar-otrs-demonstrates-benefits-workflows-add-feature-service-desk-management/
http://www.otrs.com/new-webinar-otrs-demonstrates-benefits-workflows-add-feature-service-desk-management/#commentsWed, 02 Jul 2014 08:46:46 +0000https://www.otrs.com/?p=20045OTRS’ ‘ticket workflows’ feature is proving a hit with clients managing complicated processes and incoming tasks and data in service desk management. A new webinar includes a step-by-step guide to how the feature works.

Cupertino, CA, United States, 2 July 2014 +++ OTRS Group, the world’s leading provider of cloud-based solutions for service desk management, has produced a webinar to guide customers through the ticket workflow add-on module. The 20-minute webinar explains how the workflows add-on can help companies manage tasks effectively, and includes a step-by-step guide to setting up a workflow ticket and managing a task to completion.

The ticket workflow feature add-on from OTRS comes at a time when companies are increasingly turning to automating workflows in marketing. The workflow add-on also illustrates OTRS’ dedication to continued product development, as well as their ability to offer customers support as they deal with increasingly complicated processes to manage information.

The ticket workflow add-on allows users to easily define business workflow templates for common tasks. The workflow ‘task’ ticket can be dependent on any other task(s) in that workflow, which gives users a high level of control over the order in which tasks are completed. Each task ticket within a workflow can be predefined using the following fields:

• Queue
• Subject
• Body
• Owner
• Priority
• Attachments

Each user has access to a dashboard widget to keep track of tasks and progress. This means cross-functional teams can work seamlessly together to complete tasks efficiently.

Christopher Kuhn, COO at OTRS explains, “Our goal at OTRS is to optimise services and reduce costs for our customers, and the ticket workflow add-on offers an even greater level of control and efficiency to companies who need to manage a wide range of tasks across teams. The workflow module has proved incredibly popular with many of our clients, and we are proud that it has become integral to how they work.”

OTRS is the vendor and world’s leading provider of the open source OTRS Service Management suite, including the cloud-based Managed OTRS solution, as well as the OTRS Help Desk software and the ITIL® V3 compliant IT Service Management software OTRS:ITSM. With subsidiaries in the US, the Netherlands, Hong Kong, Malaysia, and Mexico, OTRS offers Managed Services as well as trainings, service support, consulting, and software development to businesses that want to increase the efficiency of their service management while saving costs and resources. Key customers include industry leaders such as NASA, IBM, Siemens, and Kentucky Fried Chicken, as well as 130,000 other organizations worldwide. OTRS is available in 33 languages, offers an associated iPhone App, and is used by 60 percent of DAX 30 companies. Find out more about OTRS and our services at http://www.otrs.com.